IT Help Desk Analyst I

Handy Distribution • Lynchburg, VA

3d

About The Position

The IT Help Desk analyst provides frontline technical support for end users across the organization, with a focus on Microsoft 365, ERP applications, and IBM iSeries (AS/400) environments. This role handles incident triage, user administration, application troubleshooting, and escalations while delivering exceptional customer service and maintaining strong documentation.

Requirements

• HS diploma; two or more years related experience and/or training preferred.
• Strong written and verbal communication skills; able to create documentation, reports, and training materials.
• Ability to effectively present information and respond to inquiries from managers, clients, and users.
• Sound analytical and problem-solving skills to resolve a variety of user issues.
• Proficient in Microsoft Windows OS and Microsoft 365 applications.
• Experience with ERP systems, specifically Smart Distributor SD-One and Warehouse Management Systems.
• Ability to prioritize support requests and escalate when appropriate.
• Comfortable interpreting both technical and procedural documentation.
• Strong organizational skills and attention to detail.

Nice To Haves

• Certifications or experience on IBM iSeries server preferred.

Responsibilities

• Perform basic user account tasks in Entra ID/Azure AD.
• Trouble shoot Outlook issues, mobile setup, mail flow, and profile resets.
• Provide support for Teams, SharePoint, and OneDrive.
• Assist with MFA, Conditional Access and identity-related issues.
• Handle ERP user login issues, role or permission issues, workflow questions.
• Assist with navigation problems and general “how-to” inquiries.
• Gather details and document issues before escalating to ERP admins.
• Provide support for access issues.
• Reset user profiles and password issues.
• Monitor jobs, queues, system messages, escalate system-level issues.
• Provide support for Windows 11, printers, RF devices and common business applications.
• Troubleshoot basic network connectivity (Wi-Fi, DNS, shared drives).
• Maintain accurate ticket documentation and follow escalation procedures.
• Contribute to endpoint patching, imaging, and deployment standards.
• Identify opportunities to automate or streamline common support requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees